AgileEngine→
IT Support Technician ID84748 at AgileEngine · Quetzalte…
Skills
Job Description
AgileEngine is an Inc. 5000 company that creates award-winning software for Fortune 500 brands and trailblazing startups across 17+ industries. We rank among the leaders in areas like application development and AI/ML, and our people-first culture has earned us multiple Best Place to Work awards.
WHY JOIN US
If you're looking for a place to grow, make an impact, and work with people who care, we'd love to meet you!
ABOUT THE ROLE
We are looking for an IT Support Technician to provide Tier 1 and Tier 2 remote support for employees of a large technology company, assisting with software, hardware, endpoints, applications, access, and connectivity issues through ticketing, chat, email, phone, and video channels. You will triage incoming requests, resolve issues within scope, escalate appropriately while maintaining ticket ownership, and contribute to documentation, knowledge articles, and service improvement initiatives. The role is based in LatAm and requires overlap with PST business hours.
WHAT YOU WILL DO
Serve as a first point of contact for employee technical issues involving software, hardware, endpoints, systems, applications, access, and network connectivity.
Provide remote support through approved channels, including ITSM workflows, chat, email, phone, and video.
Effectively triage incoming requests, diagnose and resolve Tier 1 issues whenever possible, and determine the appropriate path to resolution.
Own escalated tickets and subtasks through resolution or successful handoff, maintaining coordination ownership until the receiving team accepts the handoff.
Perform advanced troubleshooting across software, endpoints, applications, access systems, and network connectivity using approved administrative tools and elevated access.
Maintain clear, concise, and professional communication with employees throughout the support lifecycle.
Log, track, and maintain complete ticket documentation, including troubleshooting performed, supporting evidence, impact, decisions, progress, and final resolution.
Identify recurring issues, operational friction, and documentation gaps and contribute to service improvements and longer-term corrective actions.
Create and improve knowledge articles, runbooks, troubleshooting guides, and support documentation.
Identify opportunities to shift appropriate work from Tier 2 to Tier 1 or self-service, as well as opportunities for automation, improved routing, and more efficient support workflows.
Support technology rollouts, testing, operational initiatives, and hypercare activities as needed.
Participate in assigned collaboration and support channels, queue management, quality reviews, operational reporting, and service-performance reviews.
Follow all applicable service-level, security, access-control, privacy, and change-management requirements.
Adapt to changes in approved processes, workflows, technologies, and support documentation while maintaining accurate and thorough documentation.
Collaborate effectively with support teams, service leads, and other technical stakeholders to provide a high-quality employee support experience and continuously improve support efficiency and quality.
MUST HAVES
3+ years of experience in IT Support or related roles.
Proven experience providing Tier 1 and Tier 2 remote IT support for end-users.
Strong background in diagnosing and troubleshooting common issues across software, hardware, endpoints, systems, applications, access, and network connectivity.
Experience working with ITSM platforms and ticketing systems to log, track, document, and manage user interactions.
Familiarity with using administrative tools and elevated access to perform authorized troubleshooting and configuration activities.
Demonstrated ability to effectively triage incoming requests, resolve issues independently, or escalate them to appropriate specialist teams while maintaining ticket ownership.
Ability to participate in queue management, operational reporting, and service-level compliance.
Analytical skills to identify recurring problems, operational friction, and opportunities for automation or workflow improvements.
Excellent customer service and professional communication skills to support employees across multiple remote channels (chat, email, phone, video, etc.).
Upper-Intermediate English level.
PERKS AND BENEFITS
Growth without limits: build your skills through mentorship, internal TechTalks, challenging projects, and a dedicated annual learning budget
Competitive compensation: get recognition that reflects your skills and impact, with regular performance and compensation reviews
Flexibility: work 100% remotely with flexible hours that support focus, autonomy, and a healthy work rhythm
Meaningful, modern projects: build impactful products using modern technologies alongside global teams and leading brands
Collaborative culture: join a supportive environment with zero micromanagement where ideas are welcomed and contributions are recognized
Well-being & support: access local well-being programs and people-focused support tailored to your location